Graphical Script Translation for Communication Routing
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Solution Overview
Problem
Graphical scripts used in communication routing systems, such as Cisco's Intelligent Contact Management (ICM) scripts, are not readily readable, searchable, or analyzable, requiring manual searches across multiple systems and lacking a schema for translation, making it inefficient to access and understand script information.
Innovation Solution
A system and method that translates the coding language of graphical scripts into a more readable, searchable, and analyzable format using translation rules and validation rules, storing the translated scripts with contextual information in a single database, allowing for efficient querying and reporting of information through a user interface.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If graphical scripts are stored in their original coding language format, then the scripts maintain their functional integrity and execution capability, but the scripts become unreadable and difficult to search or analyze
Solution Approach 1:
The patent introduces an intermediary translation system that converts proprietary graphical script code into readable text formats. This intermediary layer preserves the original script functionality while creating an accessible representation that can be searched and analyzed, resolving the contradiction between maintaining functional integrity and improving readability.
Solution Approach 2:
The patent creates textual copies of the graphical script data that can be searched and analyzed without modifying the original executable scripts. These copies serve as readable representations that maintain the information content while eliminating the readability problems of the original coded format.
2Productivity
If multiple separate systems store scripts across different business units, then each system maintains its operational independence and data security, but accessing information across systems requires manual searches through multiple platforms
Solution Approach 1:
The patent creates a universal search interface that can query across multiple separate script databases simultaneously. This universal access layer allows users to search all scripts across different business units through a single platform, eliminating the need to manually access each separate system while preserving the operational independence of individual systems.
Solution Approach 2:
The patent introduces an intermediary search system that acts as a mediator between users and multiple separate script databases. This intermediary layer consolidates access to distributed scripts without requiring changes to the underlying separate systems, reducing access time while maintaining system independence.
3Loss of information
If a Cross-Reference table is provided to list objects used by scripts, then basic object information is accessible, but no information about how particular nodes are used is available
Solution Approach 1:
The patent creates detailed textual copies of script content that include specific node usage information, going beyond the basic object listings in Cross-Reference tables. These enriched copies provide both the object information and the contextual details about how nodes are actually used in each script.
Solution Approach 2:
The patent segments script information into structured textual components that can be independently searched and analyzed. This segmentation allows users to query specific aspects of node usage without having to manually examine entire scripts, providing detailed information while reducing search effort.
Data Source
AI summary
A system and method for translating a coding language for graphical scripts used by a communication routing system into a preferred language. The original script files are received, and translation and validation rules are applied to produce translated script files. The coding language may be translated into an intermediate language which may be translated into the preferred language. A cross-reference and nodes resource is queried to gather associated contextual information for understanding and analyzing the translated script files. The translated script files and the associated contextual information are stored in a database. Thereafter, in response to a query from a user, the database is searched for information of interest from the translated script files, and the information is reported. In one possible application, the technology facilitates performing a path analysis of an individual call flow in which all possible outcomes of a communication are determined from initiation to completion.